1000mb line but only getting barely 2mb

Been with metrofibre for about 2 years and it has always been an issue , line speed is never what is suppose to be which wasn't a big issue because we were still able to manage but over last month it has been terrible, we got contacted by someone from metrofibre to upgrade our line , we told them the issues we had been experiencing and told us it would be solved , we agreed to upgrade our line to 1000mb and they told us someone would be over to change the router and so on because the router was out dated, we were told they would be there the following week and guess what no one has showed its been about a month and to make things worse our 1000mb line is barely making to to over 2mb , we have tried connecting them, we can't get through, when you request a call back they phone you back but when you ask to be transferred to the technical department you get put on hold until the call eventually gets dropped , it is ridiculous, I have been using my mobile data so that I can watch YouTube or search something on Google , it is terrible